Date Received: 2022-07-14
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: My XXXX XXXX is currently going through a merge. Customers were not able to make payments for weeks online but could in store. I made two payments in store with cash on XX/XX/22 for {$250.00} and XX/XX/22 for {$310.00}. Neither of those payments have been posted to my account but my payments I did online have. Every time I call customer service they either dont put me on hold and the call hangs up or no one picks up the phone and I sit on hold forever. Today I got through and they said they didnt see the payments. I told them I had receipts for these payments and when I asked to speak to a supervisor because the employee ( XXXX I believe was his name ) was not understanding me the supervisor XXXX XXXX I believe was her name or something similar ) just told me to wait a few days. I was also charged a finance fee even though card holders were told finance fees wouldnt be charged during this time because payments werent posting. They have been doing nothing to help accommodate these issues for their customers. I work at a XXXX XXXXXXXX as well and have heard customers upset about their payments as well and customer service is not doing anything to help.
Company Response:
State: FL
Zip: 33811
Submitted Via: Web
Date Sent: 2022-07-14
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-14
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: In accordance with a fair credit reporting act [ CB/NY & CO XXXX XXXX, XXXX # XXXX, XXXX XXXX # XXXX ] has violated my rights. Under 15 USC 1681 section 602 states I have the right to privacy. 15 USC 1681 section 604A Section 2 it also states a consumer reporting agency can not furnish an account without my written instructions.
Company Response:
State: PA
Zip: 19136
Submitted Via: Web
Date Sent: 2022-07-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-14
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: Someone used my personal information to obtain a Forever 21 credit card. Forever 21 issued the credit card even though the application address did not match my name and address. The credit card was issued to someone in Illinois, I believe. I have never lived in that state. The debt is {$1400.00}. The credit card company turned the debt over to XXXX XXXX XXXX. XXXX XXXX XXXX is now pursuing collection from me.
Company Response:
State: MI
Zip: 48911
Submitted Via: Web
Date Sent: 2022-07-14
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-14
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: Comenity Bank has experienced a service outage over the past month resulting in the following : -Three weeks of not being able to access the site to make a payment. They do not waive interest and only waived late fees for payments due during 1 of the three weeks. Meaning, most customers were charged late fees despite the payment due dates occurring during this outage. -The card continues to be declined while having enough credit and no payment due. -Customer service is nonexistent, the phone numbers either lead nowhere or to a person who drops the call. Social media publishes worthless automated responses. There is no method to contact the company and receive remediation.
Company Response:
State: OH
Zip: 43212
Submitted Via: Web
Date Sent: 2022-07-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-14
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: In XXXX XXXX I received a credit statement from XXXX XXXX Comenity requesting payment for a debt of XXXX with interest from an account opened in XXXX XXXX without my knowledge or consent. I believe I'm a victim of identity theft. I contacted the company to dispute this debt but was told by a representative that the company could not discuss the debt with me unless I provided my social security number or account number. I do not have the full account number and felt uncomfortable giving out my social security number. I then contacted the creditor in writing to dispute the charge and requested a copy of the credit application but never heard back from the credit card company. However, I continue to receive billing statements in the mail. In addition, I immediately disputed the debt with the three credit bureau : XXXX, XXXX, XXXX. The debt was disputed online in XXXX XXXX and I added a statement to my credit report. However, the debt is still posted to my credit report as past due balances. I filed a second complaint again In XXXX XXXX because I saw a note on my dispute ticket that the investigation was complete, but no written statement of the results. I redisputed the debt again in XXXX XXXX, only to see a statement that reads, " This item was updated from our processing of your dispute in XXXX XXXX ''. This debt was not validated within the 30 as per Federal guidelines. I did not receive a written letter explaining the result of my claim. I write with the intent to have this fraudulent debt deleted permanently from my credit report.
Company Response:
State: NY
Zip: 11213
Submitted Via: Web
Date Sent: 2022-08-03
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-14
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: XXXX XXXX SOLD THE XXXX XXXX credit card to Comenity bank. Not having an invoice or payment address I sent a payment of {$400.00} in XXXX. I then followed that with a XXXX {$1400.00} check. The {$400.00} payment was deemed late, and a fee charged. The {$1400.00} check was cashed on XX/XX/XXXX by Comenity Bank at XXXX XXXX XXXX. It was never posted to my account. Calls were transferred to the next available Agent, but all anyone heard was beep, beep, beep, were sorry but you have reached a number that has been disconnected or is no longer in service. Numerous calls by friends, relatives and associates, /day/week ALL had the same result. We used the phone, because we could not log into the site.. ooops, a glitch has occurred. Please try again. Or we are updating our system, all you can do is pay your bill. I already paid my bill, I wanted to find out what happened to my {$1400.00}! I sent a XXXX payment of {$500.00} on the XXXX. ( actually I do not write checks. My bank, XXXX, sends the checks or transfers. ) I managed to login in mid XXXX, and electronically send a copy of the cancelled {$1400.00} check. Then no access for three weeks! I sent a letter with a copy of both the front and back of the check. Nothing! No email, no customer service reply and apparently no action. I was so frustrated that on XX/XX/XXXX, I requested XXXX XXXX to send a {$6000.00} payment. Nothing happened! No site access, no email, no invoice, AND, still no action by Comenity bank! I mailed a Certified letter from XXXX, Texas to XXXX XXXX ( XXXX miles ) with printed copies of the cancelled check, it took over 10 days to receive the signed return XXXX card. And the nothing has happened. So, when this all started, the balance was around {$7800.00}. XXXX XXXX has sent Comenity Bank checks in the amounts of : {$400.00}, {$500.00}, {$1400.00} and a {$6000.00}, at my request. A total of {$8300.00}. Today I was able to log in for the 1st time in over 1 mo., to see my XXXX statement. It says I need to send Comenity Bank a payment of {$490.00} by XX/XX/XXXX.!! Please help me with this gross financial problem. Graciously XXXX
Company Response:
State: TX
Zip: 75703
Submitted Via: Web
Date Sent: 2022-07-14
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-14
Issue: Other features, terms, or problems
Subissue: Problem with rewards from credit card
Consumer Complaint: Comenity bank bought out my XXXX from XXXX. I had accumulated approx. XXXX in rewards, comenity took over and now my rewards value has dropped to XXXX they say they are working on the problem. I have sent 2 bill pmts.and have had to stop pmt on both of them, one of the pmts had been in limbo for 16 days ( they said the mail is slow ) the first one they started finance charges. I have sat on hold for hours trying to get answers trying to straighten things out to no avail. I have sent a secure message to them and no answer. I am not a financial guru but I feel they bit off way more than they can handle. Thank you for looking in to this for us.
Company Response:
State: AZ
Zip: 85143
Submitted Via: Web
Date Sent: 2022-07-14
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-13
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: Dear Sirs, Comenity Bank has made it impossible to see your statements, they add late fees every month that are not warranted, the site will not work at all now for over a month. There are SO many complaints and issues about this company which is now owned by Bread Financial, they never advised their customers of this, meanwhile they still allow you to buy, but there's no way to pay!! It's totally bizarre! Please investigate!! I am working on building my credit, and pay my bills on time, but this situation is intolerable!
Company Response:
State: FL
Zip: 33709
Submitted Via: Web
Date Sent: 2022-07-13
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-13
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: My name is XXXX XXXX, and I am sending this request myself to address the inaccuracies on my Credit Reports. I have been patiently waiting on their response to the written requests I sent. However, any modes of response or coordination were not taken on their end. They have not complied with the Fair Credit Reporting Act, 15 USC Sections 1681i within the time allowed by law and continued reporting as unverified information which now, given all my attempts to address it directly with the creditor, as wilful negligence and non-compliance with federal statutes.
Company Response:
State: CA
Zip: 90813
Submitted Via: Web
Date Sent: 2022-07-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-13
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: This account closed out in 2019 the status of the account was paid and closed. Within this year I asked a credit repair service to reach out about missed payments and mysteriously 2 years worth of collections were reported. I was never notified of the issue with the account which could of been corrected prior. I reached out to XXXX XXXX ( comenity bank ) about the inaccurate reporting and agreed to settle account for deletion due to inaccurate reporting. This account was reporting paid and closed for two years until I inquired and 2 years of late payments appeared when I had no knowledge of any payments were due or not collected before closure of account.
Company Response:
State: KS
Zip: 672XX
Submitted Via: Web
Date Sent: 2022-07-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A